CRM is more of an attitude less of technology

Recently I had strange experiences while interacting with two large companies, one a reputed name in real estate and other in life insurance.

The real estate company adveritsed in a leading daily for a big project which is coming up. they have provided one tata indicom number to find out more details. But when I called up it says the number is switched off, after trying many times it said number no longer exists. I was wondering why at the first place the company given that number in the AD. Later I saw some hoardings in the city, where they have mentioned the same number. I think its a cardinal mistake to provide a number in the ad which is not functional.

The next example is my experience with e-business strategy of a leading life insurer. well, they have a portal, where you can enroll your policies and pay online premium. But it needed submission of a form to the local branch office. When I visited the local brach office and met Sr. manager. He looked like he never heard of this online strategy of this company. Though it was fairly a suburban branch but atleast you expect Sr. manager to be aware of this.